Powering Security and Easy Authentication in a Multi-Channel World

© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 1
Voice Biometrics
100m+ SuccessfulAuthentications
Brett Beranek, Solutions Marketing Manager

© 2002-2012 Nuance Communications, Inc. All rights reserved.2
Nuance Leadership
mobile transactions
annually
Successful voice biometric
verifications in 2012
in virtual agent
deployments
Web conversations
and growing
Voiceprints in use
by our customers
solution experts
worldwide
conversational interactions
handled per year
and only virtual assistant that
spans IVR, Mobile, Web and more
in FY12 revenue with 28%
CAGR FY 06-12

One Credential for Multiple Applications
Centralized
Voice Profile
Secure mobile
app authentication
Secure contact
center
authentication
Automated
password reset
Secure high-risk credit
card transaction
Secure
web payments
Secure employee to
employee ID validation

Highlighted Voice Biometric Deployments
Financial Institutions
http://www.computerweekly.com/news/
2240179218/Barclays-streamlines-phone-
banking-with-voice-biometrics
http://www.zdnet.com/au/nab-touts-voice-as-
superior-biometrics-over-
fingerprints-7000007637/
http://www.cio.com/article/
686441/2011_CIO_100_How_Three_Compa
nies_Are_Using_IT_to_Rethink_Consumer_
Services
http://voicebiocon.com/2013/03/12/nuance-
targets-password-reset-technology-for-small-
and-mid-sized-businesses/
http://www.bloomberg.com/apps/news?
pid=newsarchive&sid=aF9oH5v36.Mo
http://security-today.com/articles/2010/05/12/
israeli-banks-voice-biometrics.aspx
http://security.networksasia.net/content/
indonesias-bni-deploys-mfa-password-reset-
ease
http://www.businesswire.com/news/home/
20100415005768/en/Top-3-Israeli-Banks-
Roll-Customer-Facing

Highlighted Voice Biometric Deployments
Telcom
http://enterprise.alcatel-lucent.com/private/
active_docs/customer_references/
SS_NA_MTS_Allstream_Consulting_screen.
pdf
http://www.computerworld.com.au/article/
186527/
austar_outfoxes_its_rival_biometrics_solution/
http://www.speechtechmag.com/Articles/?
ArticleID=67963
http://www.turkcell.com.tr/c/docs/
announcements/
announcements_20120302_GlobalBilgi_Voi
ce_bio_and_satisfaction.pdf
http://voicebiocon.com/2012/07/13/making-
inroads-into-eastern-europe/
http://www.algotech.eu/news/news.html/
8_170-t-mobile-as-the-first-in-poland-has-
launched-a-voice-biometrics-based-service/
2

IVR Authentication Example
REAL WORLD DEPLOYMENT EXAMPLES
■  Over 97% successful authentication rate
■  70% of their customer base enrolled
within 6 months of launch
■  Reduced AHT by over 22 seconds
■  Reduced call center fraud over PIN-based
authentication
KEY DEPLOYMENT STRATEGIES
Opt-Out Enrollment
all callers are sent through
the authentication process
All callers are asked for a
second authentication
factor, in this case a
secret date with a hint
Agent incentives were
provided incentives to
enroll callers.

TD ID&V Process
Speak Phone
Number
Provide
Secret Date
Two-Factor authentication process
compliant with FFIEC Guidelines

Marketing voice biometrics
to their customers, TD
Waterhouse differentiates
their services from their
competitors and gains a
competitive advantage.

Use of Voice Biometrics
in Advertising by Telcos

•  Improved Customer Experience: 93% of
customers scored system at least 9 out of 10
for speed, ease of use and security
“Our people love it, our
Customers love it and it is
delivering improved cost to
serve.”
Pete Mileham
Vice President, Barclays
Call Center Authentication Example

Agent Authentication
Personalized Service
Carol Foster
Account No: 4756-95786
ID Verified
"
Account Holder:
Transfer Amount:
Transfer to Account:
$10,000
26-798-11

Fraudster Detection
Known Fraudster
Detection
FraudsterX
ID VERIFIED
"

“For the employee, FastReset eliminates the frustration of forgotten
passwords and security questions, which we’ve all experienced. And for
the organization it cuts costs by automating the process, allowing the
help desk team to focus on more complex call types. It’s really a win-win
for all of us.”
Don Westermann, CTO, Eastern Bank

Why VB for the Mobile App?
■  Increase self-serve usage by reducing
authentication failure rates
■  Add self-serve high-risk transaction
capabilities
■  Enroll customer voiceprints for use
within other channels

VB for the Web - illustrated
Username + Password =
1st Factor of authentication
Out-of-band Phone =
2nd Factor of Authentication
Voice Biometrics =
3rd Factor of Authentication
“Yes, I authorize this
transaction”

More
Secure
than
Alterna/ves

Why are Enterprises
Deploying Voice Biometrics?
■  Customers Love It!
–  Improved
customer
reten/on

–  New
customer
acquisi/on

■  VB security benefits are proven
–  Consistently
reduces
fraud
over

PIN,
password
or
Q&A

■  VB financial benefits are compelling
–  Improved
self-‐service,
reducing
call
center
costs

–  Increased
revenue
(with
agent
handled
calls)

90%prefer voice
biometrics over
alternative
authentication
methods

More Secure than Alternatives

Key
Beneﬁts
for
the
Enterprise

Reduced Calls to the Call Center
Reduced Average Handle Time (AHT)
Increased Revenue Through Higher Upsell Close Ratio
Increased Customer Satisfaction –
Improved Customer Retention and New Customer Acquisition
Increased Agent Satisfaction – Reduced Employee Turnover
Reduced Fraud

Voice Biometrics
Easy - Secure - Cross-Channel Authentication

Powering Security and Easy Authentication in a Multi-Channel World

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